From my experience in the Customer Care industry as a Quality Assessor as well as previous experience in Customer Retention in a Call Centre where flexibility and multitasking was essential, I have attained good phone etiquette, organizational, interpersonal and communication skills, customer service and public relations skills through responding to various customers in regard to their queries and providing appropriate solutions within agreed response time to ensure customer satisfaction and relationship management.
In addition to my experience and personal qualities, I have a solid passion for offering excellent customer service therefore maintaining an Organizations’ good reputation.
BA (Hons) ARTS at MAKERERE UNIVERSITY
BACHELORS OF ARTS DEGREE
QUALITY ASSESSOR at EXQUISITE SOLUTION LIMITED
• Ensuring first call resolution by the agents. • Ensuring professionalism-through reinforcement of effective communication and delivery of accurate information and reliable services • Assessing and bench marking client satisfaction through customer surveys Customer satisfaction surveys • Monitoring and evaluating agent’s performance. • Contributing to the improvement of the customer satisfaction index • Evaluating customer interactions and rating the employees’ competency to service the customers in accordance with defined quality standards. •
CUSTOMER RETENTION AGENT at EXQUISITE SOLUTION LIMITED
• Acquire, grow and maintain the customer base through retention and loyalty schemes. • Responds to upscale customer segment in regard to their queries and provide appropriate solutions within agreed response time so as to contribute to exceptional customer experience through effective relationship management. • Execute all outbound calling projects that arise from time to time. • Proactively analyze revenue usage to identify potential churn and take corrective action-(segmentation) of customers according to monthly, quarterly and annual usage. • Conduct customer satisfaction surveys and health checks. • Suggest to management and implement customer loyalty schemes and incentives like end of year gifts, birthdays, bonus, airtime, and recognition of special days among others. • Build an updated customer profile database which will be updated from time to time. • Provide weekly and monthly reports to the Call Center Manager • Respond to written feedback, coordinate and liaise with different departments based on the feedback.
CUSTOMER CARE AGENT at EXQUISITE SOLUTION LIMITED
• Ensuring customer service satisfaction through service provision to both internal and external customers most especially with regard to the Luo Language Customer Helpline. • Increasing the usage of company products though customer education, upselling and cross selling. • Supporting marketing activities through customer education and handling queries about products and services, prices and promotions. • Collection of customer feedback and relaying to management to facilitate improvements in company products, services and processes and ensure smooth/ successful product launches. • Supporting all other functions of the business by disseminating information to and from the customers to prevent recurring complaints/ queries.
- ORGANISATIONAL & NEGOTIATION SKILLS, GOOD PHONE ETIQUETTE, INTERPERSONAL& COMMUNICATION, CUSTOMER SERVICE& PUBLIC RELATIONS SKILLS
SIMON PETER OTINE
MANAGER KYC& CUSTOMER MANAGEMENT
INSPECTORATE OF GOVERNMENT
PROCUREMENT CATEGORY SPECIALIST- COMMERCIAL